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Forums Frequent flyer programs British Airways Executive Club BA companion voucher anomaly

  • 17foster 1 post

    Hello everyone, 1st time poster here looking for some advice.

    One week ago I made my first Amex companion voucher booking with via and executive agent for an open jaw booking in August.

    The friendly BA agent had an issue with the payment system the first time round but we managed to get the booking through a second time using my Amex card details and I was given a booking reference which I added to my account. The payment problems produced two pending transactions on my Amex account.

    Fast forward one week later and both transactions have disappeared from my Amex account and my companion voucher and air miles are still present in my BA account. The booking reference is present on my account.

    This is the first time I have used a companion voucher so I have no experience with what to expect however I think I am right in saying something has gone wrong here!

    I have been considering my next step from the following options:

    A) Do nothing and act none the wiser, gamble getting this whole booking for free but risk inevitable problems upon travel day.
    B) Wait 7 days before with bronze status and select seats and hope for no check in issues.
    C) Raise with a BA agent and and hope for a reward for my utmost honesty!

    It’s worth mentioning I checked the number of reward seats after my booking to which it reduced by two seats, so I’m confident the booking has been made. I am almost certainly going to contact BA but I thought it would be worth posting here.

    Many thanks.

    NorthernLass 7,466 posts

    Have you got a ticketing reference starting 125? That’s the definitive way to know if the booking has definitely been made.

    tobynow 33 posts

    Has the voucher gone from your account?

    If so I wonder if the booking has gone to the back office for processing which can take any amount of time.

    If the trip is v important to you I’d just call and ask them what’s going on. If not, I’d wait and see a few weeks and then decide. But ultimately, I suspect you’re gunna be charged.

    tiberius 34 posts

    I had the same exact thing happen on a redemption booking for a flight today. When booking there was a problem with their card processing but they said it would be fine and would appear on our card in a few days. It did, but we didn’t notice the charge disappear.

    At online check in we were told we couldn’t checkin and go to the check in desk (annoying but finebas we presumed a security check etc.). Then we are told at check-in desk that although there is an itinerary the e-ticket hasnt been generated. This despite the booking showed up on the app and we had a confirmation email for the booking so had assumed nothing had gone awry. Check in desk just said we can’t help you, you have to phone the Avios helpline yourself. We then spent a very stressful 1 hour on the phone at check-in sorting and arranging the ticket issuance which resultsd in us having to be fast tracked through security to make it to the gate with 5 mins to spare….

    Wouldn’t recommend that all and we came very close to missing our flight. Please do phone and fix ahead of time, lesson learnt!

    Alex G 450 posts

    Common story. If you have not been ticketed, you won’t be flying.

    SamG 1,636 posts

    If it was more than a week ago call back in and ask them to check it’s in the correct queue and update the CVV

    Different scenario but I also ended up without a ticket recently for one of my kids. I was internally panicking thinking how on earth am I going to find someone on a Saturday afternoon on the phone who could fix it in time but the check in was able to call someone in Madrid who could fix the ticketing, still took an hr and left us with a very stressful rush through the airport !

    As others have said – you need to see the 125- ticket number against the flights in the app and the charge actually debited on your card.

    Saddle Point 13 posts

    Very similar experience with us in 2016, we also had a wheel chair user and therefore decided not to use online check in and instead head to airport to check in, only to be told our avios booking hasn’t been ticketed.

    No assistance given at the airport, and had to phone Executive club to sort out flights for the next day.

    Needlessly to say I relentlessly persued BA for denied boarding under EU261 and won, and also got a good understanding of their ‘backoffice’ and how they manually do things.

    Alex G 450 posts

    … I relentlessly persued BA for denied boarding under EU261 and won, and also got a good understanding of their ‘backoffice’ and how they manually do things.

    Very generous of BA. The denied boarding provisions of EC261 don’t apply “where there are reasonable grounds to deny them boarding, such as… inadequate travel documentation”

    Pogonation 19 posts

    … I relentlessly persued BA for denied boarding under EU261 and won, and also got a good understanding of their ‘backoffice’ and how they manually do things.

    Very generous of BA. The denied boarding provisions of EC261 don’t apply “where there are reasonable grounds to deny them boarding, such as… inadequate travel documentation”

    Not very generous of them. Failure of BAs ticketing team to do their job and not communicate with the passenger is not reasonable grounds for denying boarding. Inadequate travel documentation refers to visas, passports, vaccination docs etc.

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